ITPMO Project Management Template version 2

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USER MANUAL

[I-SERVICE DESK SYSTEM]

[INFORMATION TECHNOLOGY DIVISION]

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Table of Contents USER MANUAL.................................................................................................................................................................................................................................................... 1

[I-SERVICE DESK SYSTEM] ............................................................................................................................................................................................................................ 1

Create Ticket – Staff – Request Service ..................................................................................................................................................................................................... 3

Create Ticket – Staff – Report Problem ..................................................................................................................................................................................................... 9

Create Ticket – Staff – Suggestion ............................................................................................................................................................................................................ 15

Create Ticket – Staff – Inquiry ................................................................................................................................................................................................................... 21

Create Ticket – Staff – Idea.......................................................................................................................................................................................................................... 28

Create Ticket – Staff – Complaint ............................................................................................................................................................................................................. 34

Create Ticket – Student – Request Service ........................................................................................................................................................................................... 41

Create Ticket – Student – Report Problem ........................................................................................................................................................................................... 47

Create Ticket – Student – Complaint ....................................................................................................................................................................................................... 53

Create Ticket – Student – Idea ................................................................................................................................................................................................................... 60

Create Ticket – Student – Inquiry............................................................................................................................................................................................................. 66

Create Ticket – Student – Suggestion ..................................................................................................................................................................................................... 73

Create Ticket – Alumni – Complaint ........................................................................................................................................................................................................ 79

Create Ticket – Alumni – Idea .................................................................................................................................................................................................................... 84

Create Ticket – Alumni – Inquiry.............................................................................................................................................................................................................. 89

Create Ticket – Alumni – Suggestion ...................................................................................................................................................................................................... 96

View Ticket .................................................................................................................................................................................................................................................... 101

Lost Ticket ...................................................................................................................................................................................................................................................... 105

FAQ .................................................................................................................................................................................................................................................................... 109

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Create Ticket – Staff – Request Service

Screen : Create Ticket – I am a staff of IIUM – Submit a request for a service Functional Specification :

To log request on a service ticket from staff via online thru portal.

Description : To create ticket.

Step No

Steps Expected Results

1. Login into i-Service Desk System. URL : http://servicedesk.iium.edu.my/portal.php

2. Go to Create Ticket I am a staff of IIUM

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3. Click “<< Previous” button.

Back to Home screen.

4. Click “Next >>” button.

Enter Information: Your Staff Number:

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5. Click “Search >>” button.

6. If enter invalid Staff Number

Alert message “Staff Number invalid. Please try again. Thank you.” Will be displayed.

7. If enter valid Staff Number

Screen about your detail will be displayed: Your Name:

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Your IIUM email address: Your Staff Number: Please select category of report: Submit a request for a service

8. Click “<< Previous” button

.

Screen “Please introduce yourself” will be displayed.

9. Click “Next >>” button.

Popup message “Are you sure?” will be displayed.

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10. Click “Cancel” button.

Remain at the same screen.

11. Click “OK” button.

Request Service Screen will be displayed. Enter information of: Service Offered: Service Category: Priority: (Auto Selected) Detail description request of Service: The attachment(if any):

12. Click “Previous” button.

Screen about your detail will be displayed: Your Name: Your IIUM email address: Your Staff Number: Please select category of report: Submit a request for a service

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13. Click “Create Ticket” button.

Alert message “Your ticket has been created. An email has been sent to you containing the ticket information. If you would like to view your ticket and/or attach files you can do so…” “Your ticket number is : xxx” *Notification sent to your email

14.

Click “Home” button or image

Home screen will be displayed.

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Create Ticket – Staff – Report Problem

Screen : Create Ticket – I am a staff of IIUM – Report a problem on a service Functional Specification :

To log incident/problem on a service ticket from staff via online thru portal.

Description : To create ticket.

Step No

Steps Expected Results

1. Login into i-Service Desk System. URL : http://servicedesk.iium.edu.my/portal.php

2. Go to Create Ticket I am a staff of IIUM

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3. Click “<< Previous” button.

Back to Home screen.

4. Click “Next >>” button.

Enter Information:- Your Staff Number:

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5. Click “Search >>” button.

6. If enter invalid Staff Number

Alert message “Staff Number invalid. Please try again. Thank you.” Will be displayed.

7. If enter valid Staff Number

Screen about your detail will be displayed: Your Name:

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Your IIUM email address: Your Staff Number: Please select category of report: Report a problem on a service

8. Click “<< Previous” button.

Screen “Please introduce yourself” will be displayed.

9. Click “Next >>” button.

Popup message “Are you sure?” will be displayed.

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10. Click “Cancel” button.

Remain at the same screen.

11. Click “OK” button.

Report Problem Screen will be displayed. Enter information of: Service Offered: Service Category: Priority: (Auto Selected) Detail description report problem of Service: The attachment(if any):

12. Click “Previous” button.

Screen about your detail will be displayed: Your Name: Your IIUM email address: Your Staff Number: Please select category of report: Report a problem on a service

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13. Click “Create Ticket” button.

Alert message “Your ticket has been created. An email has been sent to you containing the ticket information. If you would like to view your ticket and/or attach files you can do so…” “Your ticket number is : xxx” *Notification sent to your email

14.

Click “Home” button or image

Home screen will be displayed.

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Create Ticket – Staff – Suggestion

Screen : Create Ticket – I am a staff of IIUM – Submit a suggestion for improvement Functional Specification :

To log suggestion ticket from staff via online thru portal.

Description : To create ticket.

Step No

Steps Expected Results

1. Login into i-Service Desk System. URL : http://servicedesk.iium.edu.my/portal.php

2. Go to Create Ticket I am a staff of IIUM

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3. Click “<< Previous” button.

Back to Home screen.

4. Click “Next >>” button.

Enter Information: Your Staff Number:

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5. Click “Search >>” button.

6. If enter invalid Staff Number

Alert message “Staff Number invalid. Please try again. Thank you.” Will be displayed.

7. If enter valid Staff Number

Screen about your detail will be displayed: Your Name:

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Your IIUM email address: Your Staff Number: Please select category of report: Submit a suggestion for improvement

8. Click “<< Previous” button.

Screen “Please introduce yourself” will be displayed.

9. Click “Next >>” button.

Popup message “Are you sure?” will be displayed.

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10. Click “Cancel” button.

Remain at the same screen.

11. Click “OK” button.

Suggestion Screen will be displayed. Enter information of: Title of my suggestion: I specifically wish to address this suggestion to(if any): The attachment(if any):

12. Click “Previous” button.

Screen about your detail will be displayed: Your Name: Your IIUM email address: Your Staff Number: Please select category of report: Submit a suggestion for improvement

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13. Click “Create Ticket” button.

Alert message “Your ticket has been created. An email has been sent to you containing the ticket information. If you would like to view your ticket and/or attach files you can do so…” “Your ticket number is : xxx” *Notification sent to your email

14.

Click “Home” button or image

Home screen will be displayed.

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Create Ticket – Staff – Inquiry

Screen : Create Ticket – I am a staff of IIUM – Submit an inquiry Functional Specification :

To log inquiry ticket from staff via online thru portal.

Description : To create ticket.

Step No

Steps Expected Results

1. Login into i-Service Desk System. URL : http://servicedesk.iium.edu.my/portal.php

2. Go to Create Ticket I am a staff of IIUM

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3. Click “<< Previous” button.

Back to Home screen.

4. Click “Next >>” button.

Enter Information: Your Staff Number:

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5. Click “Search >>” button.

6. If enter invalid Staff Number

Alert message “Staff Number invalid. Please try again. Thank you.” Will be displayed.

7. If enter valid Staff Number

Screen about your detail will be displayed: Your Name:

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Your IIUM email address: Your Staff Number: Please select category of report: Submit an inquiry

8. Click “<< Previous” button.

Screen “Please introduce yourself” will be displayed.

9. Click “Next >>” button.

Popup message “Are you sure?” will be displayed.

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10. Click “Cancel” button.

Remain at the same screen.

11. Click “OK” button.

Hyperlink “Submit an inquiry” and “Frequently Asked Questions (FAQ)” will be displayed.

12. Click “Previous” button.

Screen about your detail will be displayed: Your Name: Your IIUM email address: Your Staff Number: Please select category of report: Submit an inquiry

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13. Click on “Submit an inquiry” hyperlink

Inquiry screen will be displayed. Enter information of: Title of my inquiry: I specifically wish to address this inquiry to (if any): The details of my inquiry are as follows: The attachment (if any):

14. Click “Create Ticket” button.

Alert message “Your ticket has been created. An email has been sent to you containing the ticket information. If you would like to view your ticket and/or attach files you can do so…” “Your ticket number is : xxx” *Notification sent to your email

15. Repeat process step number 2 – 11

16. Click on “Frequently Asked Questions(FAQ)” hyperlink

Frequently Asked Question (FAQ) screen will be displayed.

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17. Enter any relevant keyword in textbox “Enter Keyword”

Automatically relevant record will be displayed as list.

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18. Select the record relevant on your searching item.

Automatically Question and Answer will be displayed based on your selection.

19.

Click “Home” button or image

Home screen will be displayed.

Create Ticket – Staff – Idea

Screen : Create Ticket – I am a staff of IIUM – Submit an idea Functional Specification :

To log idea ticket from staff via online thru portal.

Description : To create ticket.

Step No

Steps Expected Results

1. Login into i-Service Desk System. URL : http://servicedesk.iium.edu.my/portal.php

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2. Go to Create Ticket I am a staff of IIUM

3. Click “<< Previous” button.

Back to Home screen.

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4. Click “Next >>” button.

Enter Information: Your Staff Number:

5. Click “Search >>” button.

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6. If enter invalid Staff Number

Alert message “Staff Number invalid. Please try again. Thank you.” Will be displayed.

7. If enter valid Staff Number

Screen about your detail will be displayed: Your Name: Your IIUM email address: Your Staff Number: Please select category of report: Submit an idea

8. Click “<< Previous” button.

Screen “Please introduce yourself” will be displayed.

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9. Click “Next >>” button.

Popup message “Are you sure?” will be displayed.

10. Click “Cancel” button.

Remain at the same screen.

11. Click “OK” button.

Idea Screen will be displayed. Enter information of:- Title of my creative idea: The idea are as follows: The attachment(if any):

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12. Click “Previous” button.

Screen about your detail will be displayed: Your Name: Your IIUM email address: Your Staff Number: Please select category of report: Submit an idea

13. Click “Create Ticket” button.

Alert message “Your ticket has been created. An email has been sent to you containing the ticket information. If you would like to view your ticket and/or attach files you can do so…” “Your ticket number is : xxx” *Notification sent to your email

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14.

Click “Home” button or image

Home screen will be displayed.

Create Ticket – Staff – Complaint

Screen : Create Ticket – I am a staff of IIUM – Lodge a complaint Functional Specification :

To log complaint ticket from staff via online thru portal.

Description : To create ticket.

Step No

Steps Expected Results

1. Login into i-Service Desk System. URL : http://servicedesk.iium.edu.my/portal.php

2. Go to Create Ticket I am a staff of IIUM

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3. Click “<< Previous” button.

Back to Home screen.

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4. Click “Next >>” button.

Enter Information: Your Staff Number:

5. Click “Search >>” button.

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6. If enter invalid Staff Number

Alert message “Staff Number invalid. Please try again. Thank you.” Will be displayed.

7. If enter valid Staff Number

Screen about your detail will be displayed: Your Name: Your IIUM email address: Your Staff Number: Please select category of report: Lodge a complaint

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8. Click “<< Previous” button

Screen “Please introduce yourself” will be displayed.

9. Click “Next >>” button.

Popup message “Are you sure?” will be displayed.

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10. Click “Cancel” button.

Remain at the same screen.

11. Click “OK” button.

Complaint Screen will be displayed. Enter information of: My concern is on: Service: Priority: (Auto Select) The details are as follows: The attachment(if any):

12. Click “Previous” button. Screen about your detail will be displayed: Your Name: Your IIUM email address: Your Staff Number: Please select category of report: Lodge a complaint

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13. Click “Create Ticket” button.

Alert message “Your ticket has been created. An email has been sent to you containing the ticket information. If you would like to view your ticket and/or attach files you can do so…” “Your ticket number is : xxx” *Notification sent to your email

14.

Click “Home” button or image

Home screen will be displayed.

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Create Ticket – Student – Request Service

Screen : Create Ticket – I am a student of IIUM – Submit a request for a service Functional Specification :

To log request on a service ticket from student via online thru portal.

Description : To create ticket.

Step No

Steps Expected Results

1. Login into i-Service Desk System. URL : http://servicedesk.iium.edu.my/portal.php

2. Go to Create Ticket I am a student of IIUM

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3. Click “<< Previous” button.

Back to Home screen.

4. Click “Next >>” button.

Enter Information: Your Matric Number:

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5. Click “Search >>” button.

6. If enter invalid Matric Number

Alert message “Matric Number invalid. Please try again. Thank you.” Will be displayed.

7. If enter valid Matric Number

Screen about your detail will be displayed: Your Name: Your IIUM email address: Your Matric Number: Your Contact Number: Please select category of report: Submit a request for a service

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8. Click “<< Previous” button.

Screen “Please introduce yourself” will be displayed.

9. Click “Next >>” button.

Popup message “Are you sure?” will be displayed.

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10. Click “Cancel” button.

Remain at the same screen.

11. Click “OK” button.

Request Service Screen will be displayed. Enter information of:- Service Offered: Service Category: Priority: (Auto Selected) Detail description request of Service: The attachment(if any):

12. Click “Previous” button.

Screen about your detail will be displayed: Your Name: Your IIUM email address: Your Matric Number: Your Contact Number: Please select category of report: Submit a request for a service

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13. Click “Create Ticket” button.

Alert message “Your ticket has been created. An email has been sent to you containing the ticket information. If you would like to view your ticket and/or attach files you can do so…” “Your ticket number is : xxx” *Notification sent to your email

14.

Click “Home” button or image

Home screen will be displayed.

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Create Ticket – Student – Report Problem

Screen : Create Ticket – I am a student of IIUM – Report a problem on a service Functional Specification :

To log incident/problem on a service ticket from student via online thru portal.

Description : To create ticket.

Step No

Steps Expected Results

1. Login into i-Service Desk System. URL : http://servicedesk.iium.edu.my/portal.php

2. Go to Create Ticket I am a student of IIUM

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3. Click “<< Previous” button.

Back to Home screen.

4. Click “Next >>” button.

Enter Information: Your Matric Number:

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5. Click “Search >>” button.

6. If enter invalid Matric Number

Alert message “Matric Number invalid. Please try again. Thank you.” Will be displayed.

7. If enter valid Matric Number

Screen about your detail will be displayed: Your Name: Your IIUM email address: Your Matric Number: Your Contact Number: Please select category of report: Report a problem on a service

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8. Click “<< Previous” button.

Screen “Please introduce yourself” will be displayed.

9. Click “Next >>” button.

Popup message “Are you sure?” will be displayed.

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10. Click “Cancel” button.

Remain at the same screen.

11. Click “OK” button.

Report Problem Screen will be displayed. Enter information of:- Service Offered: Service Category: Priority: (Auto Selected) Detail description report problem of Service: The attachment(if any):

12. Click “Previous” button.

Screen about your detail will be displayed: Your Name: Your IIUM email address: Your Matric Number: Your Contact Number: Please select category of report: Report a problem on a service

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13. Click “Create Ticket” button.

Alert message “Your ticket has been created. An email has been sent to you containing the ticket information. If you would like to view your ticket and/or attach files you can do so…” “Your ticket number is : xxx” *Notification sent to your email

14.

Click “Home” button or image

Home screen will be displayed.

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Create Ticket – Student – Complaint

Screen : Create Ticket – I am a student of IIUM – Lodge a complaint Functional Specification :

To log complaint ticket from student via online thru portal.

Description : To create ticket.

Step No

Steps Expected Results

1. Login into i-Service Desk System. URL : http://servicedesk.iium.edu.my/portal.php

2. Go to Create Ticket I am a student of IIUM

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3. Click “<< Previous” button.

Back to Home screen.

4. Click “Next >>” button.

Enter Information: Your Matric Number:

5. Click “Search >>” button.

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6. If enter invalid Matric Number

Alert message “Matric Number invalid. Please try again. Thank you.” Will be displayed.

7. If enter valid Matric Number

Screen about your detail will be displayed: Your Name: Your IIUM email address: Your Matric Number: Your Contact Number: Please select category of report: Lodge a complaint

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8. Click “<< Previous” button.

Screen “Please introduce yourself” will be displayed.

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9. Click “Next >>” button.

Popup message “Are you sure?” will be displayed.

10. Click “Cancel” button.

Remain at the same screen.

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11. Click “OK” button.

Complaint Screen will be displayed. Enter information of: My concern is on: Service: Priority: (Auto Select) The details are as follows: The attachment(if any):

12. Click “Previous” button.

Screen about your detail will be displayed: Your Name: Your IIUM email address: Your Matric Number: Your Contact Number: Please select category of report: Lodge a complaint

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13. Click “Create Ticket” button.

Alert message “Your ticket has been created. An email has been sent to you containing the ticket information. If you would like to view your ticket and/or attach files you can do so…” “Your ticket number is : xxx” *Notification sent to your email

14.

Click “Home” button or image

Home screen will be displayed.

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Create Ticket – Student – Idea

Screen : Create Ticket – I am a student of IIUM – Submit an idea Functional Specification :

To log idea ticket from student via online thru portal.

Description : To create ticket.

Step No

Steps Expected Results

1. Login into i-Service Desk System. URL : http://servicedesk.iium.edu.my/portal.php

2. Go to Create Ticket I am a student of IIUM

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3. Click “<< Previous” button.

Back to Home screen.

4. Click “Next >>” button.

Enter Information: Your Matric Number:

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5. Click “Search >>” button.

6. If enter invalid Matric Number

Alert message “Matric Number invalid. Please try again. Thank you.” Will be displayed.

7. If enter valid Matric Number

Screen about your detail will be displayed: Your Name: Your IIUM email address: Your Matric Number: Your Contact Number: Please select category of report:

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Submit an idea

8. Click “<< Previous” button.

Screen “Please introduce yourself” will be displayed.

9. Click “Next >>” button.

Popup message “Are you sure?” will be displayed.

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10. Click “Cancel” button.

Remain at the same screen.

11. Click “OK” button.

Idea Screen will be displayed. Enter information of: Title of my creative idea: The idea are as follows: The attachment(if any):

12. Click “Previous” button.

Screen about your detail will be displayed: Your Name: Your IIUM email address: Your Matric Number: Your Contact Number: Please select category of report: Submit an idea

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13. Click “Create Ticket” button.

Alert message “Your ticket has been created. An email has been sent to you containing the ticket information. If you would like to view your ticket and/or attach files you can do so…” “Your ticket number is : xxx” *Notification sent to your email

14.

Click “Home” button or image

Home screen will be displayed.

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Create Ticket – Student – Inquiry

Screen : Create Ticket – I am a student of IIUM – Submit an inquiry Functional Specification :

To log inquiry ticket from student via online thru portal.

Description : To create ticket.

Step No

Steps Expected Results

1. Login into i-Service Desk System. URL : http://servicedesk.iium.edu.my/portal.php

2. Go to Create Ticket I am a student of IIUM

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3. Click “<< Previous” button.

Back to Home screen.

4. Click “Next >>” button.

Enter Information: Your Matric Number:

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5. Click “Search >>” button.

6. If enter invalid Matric Number

Alert message “Matric Number invalid. Please try again. Thank you.” Will be displayed.

7. If enter valid Matric Number Screen about your detail will be displayed: Your Name: Your IIUM email address: Your Matric Number: Your Contact Number:

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Please select category of report: Submit an inquiry

8. Click “<< Previous” button.

Screen “Please introduce yourself” will be displayed.

9. Click “Next >>” button.

Popup message “Are you sure?” will be displayed.

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10. Click “Cancel” button.

Remain at the same screen.

11. Click “OK” button.

Hyperlink “Submit an inquiry” and “Frequently Asked Questions (FAQ)” will be displayed.

12. Click “Previous” button.

Screen about your detail will be displayed: Your Name: Your IIUM email address: Your Matric Number: Your Contact Number: Please select category of report: Submit an inquiry

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13. Click on “Submit an inquiry” hyperlink

Inquiry screen will be displayed. Enter information of: Title of my inquiry: I specifically wish to address this inquiry to (if any): The details of my inquiry are as follows: The attachment (if any):

14. Click “Create Ticket” button.

Alert message “Your ticket has been created. An email has been sent to you containing the ticket information. If you would like to view your ticket and/or attach files you can do so…” “Your ticket number is : xxx” *Notification sent to your email

15. Repeat process step number 2 – 11

16. Click on “Frequently Asked Questions(FAQ)” hyperlink

Frequently Asked Question (FAQ) screen will be displayed.

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17. Enter any relevant keyword in textbox “Enter Keyword”

Automatically relevant record will be displayed as list.

18. Select the record relevant on your searching item.

Automatically Question and Answer will be displayed based on your selection.

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19.

Click “Home” button or image

Home screen will be displayed.

Create Ticket – Student – Suggestion

Screen : Create Ticket – I am a student of IIUM – Submit a suggestion for improvement Functional Specification :

To log suggestion ticket from student via online thru portal.

Description : To create ticket.

Step No

Steps Expected Results

1. Login into i-Service Desk System. URL : http://servicedesk.iium.edu.my/portal.php

2. Go to Create Ticket I am a student of IIUM

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3. Click “<< Previous” button.

Back to Home screen.

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4. Click “Next >>” button.

Enter Information: Your Matric Number:

5. Click “Search >>” button.

6. If enter invalid Matric Number

Alert message “Matric Number invalid. Please try again. Thank you.” Will be displayed.

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7. If enter valid Matric Number

Screen about your detail will be displayed: Your Name: Your IIUM email address: Your Matric Number: Your Contact Number: Please select category of report: Submit a suggestion for improvement

8. Click “<< Previous” button.

Screen “Please introduce yourself” will be displayed.

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9. Click “Next >>” button.

Popup message “Are you sure?” will be displayed.

10. Click “Cancel” button.

Remain at the same screen.

11. Click “OK” button.

Suggestion Screen will be displayed. Enter information of: Title of my suggestion: I specifically wish to address this suggestion to(if any): The attachment(if any):

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12. Click “Previous” button.

Screen about your detail will be displayed: Your Name: Your IIUM email address: Your Matric Number: Your Contact Number: Please select category of report: Submit a suggestion for improvement

13. Click “Create Ticket” button.

Alert message “Your ticket has been created. An email has been sent to you containing the ticket information. If you would like to view your ticket and/or attach files you can do so…” “Your ticket number is : xxx” *Notification sent to your email

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14.

Click “Home” button or image

Home screen will be displayed.

Create Ticket – Alumni – Complaint

Screen : Create Ticket – I am a public/alumni of IIUM – Lodge a complaint Functional Specification :

To log complaint ticket from public/alumni via online thru portal.

Description : To create ticket.

Step No

Steps Expected Results

1. Login into i-Service Desk System. URL : http://albiruni.iium.edu.my/sds/portal.php

2. Go to Create Ticket I am a public/alumni of IIUM

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3. Click “<< Previous” button.

Back to Home screen.

4. Click “Next >>” button.

Screen your detail information needed will be displayed: Your Name: Your email address: Your Contact Number: Please tell us how we can assist you: I wish to lodge a complaint

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8. Click “<< Previous” button.

Screen “Please introduce yourself” will be displayed.

9. Click “Next >>” button.

Popup message “Are you sure?” will be displayed.

10. Click “Cancel” button. Remain at the same screen.

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11. Click “OK” button.

Complaint Screen will be displayed. Enter information of: My complaint is on: Service: Priority: (Auto Select) The details complaint are as follows: The attachment(if any):

12. Click “Previous” button. Screen about your detail will be displayed: Your Name: Your email address: Your Contact Number: Please tell us how we can assist you: I wish to lodge a complaint

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13. Click “Create Ticket” button.

Alert message “Your ticket has been created. An email has been sent to you containing the ticket information. If you would like to view your ticket and/or attach files you can do so…” “Your ticket number is : xxx” *Notification sent to your email

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14. Click “Home” button or image

Home screen will be displayed.

Create Ticket – Alumni – Idea

Screen : Create Ticket – I am a public/alumni of IIUM – Submit an idea Functional Specification :

To log idea ticket from public/alumni via online thru portal.

Description : To create ticket.

Step No

Steps Expected Results

1. Login into i-Service Desk System. URL : http://servicedesk.iium.edu.my/portal.php

2. Go to Create Ticket I am a public/alumni of IIUM

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3. Click “<< Previous” button.

Back to Home screen.

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4. Click “Next >>” button.

Screen your detail information needed will be displayed: Your Name: Your email address: Your Contact Number: Please tell us how we can assist you: I wish to submit an idea

8. Click “<< Previous” button.

Screen “Please introduce yourself” will be displayed.

9. Click “Next >>” button. Popup message “Are you sure?” will be displayed.

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10. Click “Cancel” button.

Remain at the same screen.

11. Click “OK” button.

Idea Screen will be displayed. Enter information of:- Title of my creative idea: The idea are as follows: The attachment(if any):

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12. Click “Previous” button.

Screen your detail information needed will be displayed: Your Name: Your email address: Your Contact Number: Please tell us how we can assist you: I wish to submit an inquiry

13. Click “Create Ticket” button.

Alert message “Your ticket has been created. An email has been sent to you containing the ticket information. If you would like to view your ticket and/or attach files you can do so…” “Your ticket number is : xxx” *Notification sent to your email

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14. Click “Home” button or image

Home screen will be displayed.

Create Ticket – Alumni – Inquiry

Screen : Create Ticket – I am a public/alumni of IIUM – Submit an inquiry Functional Specification :

To log inquiry ticket from public/alumni via online thru portal.

Test Description : To create ticket.

Step No

Steps Expected Results

1. Login into i-Service Desk System. URL : http://servicedesk.iium.edu.my/portal.php

2. Go to Create Ticket I am a public/alumni of IIUM

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3. Click “<< Previous” button.

Back to Home screen.

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4. Click “Next >>” button.

Screen your detail information needed will be displayed: Your Name: Your email address: Your Contact Number: Please tell us how we can assist you: I wish to submit an inquiry

8. Click “<< Previous” button.

Screen “Please introduce yourself” will be displayed.

9. Click “Next >>” button. Popup message “Are you sure?” will be displayed.

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10. Click “Cancel” button.

Remain at the same screen.

11. Click “OK” button.

Hyperlink “Submit an inquiry” and “Frequently Asked Questions (FAQ)” will be displayed.

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12. Click “Previous” button.

Screen your detail information needed will be displayed: Your Name: Your email address: Your Contact Number: Please tell us how we can assist you: I wish to submit a suggestion for improvement

13. Click on “Submit an inquiry” hyperlink

Inquiry screen will be displayed. Enter information of:- Title of my inquiry: I specifically wish to address this inquiry to (if any): The details of my inquiry are as follows: The attachment (if any):

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14. Click “Create Ticket” button.

Alert message “Your ticket has been created. An email has been sent to you containing the ticket information. If you would like to view your ticket and/or attach files you can do so…” “Your ticket number is : xxx” *Notification sent to your email

15. Repeat process step number 2 – 11

16. Click on “Frequently Asked Questions(FAQ)” hyperlink

Frequently Asked Question (FAQ) screen will be displayed.

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17. Enter any relevant keyword in textbox “Enter Keyword”

Automatically relevant record will be displayed as list.

18. Click “Home” button or image

Home screen will be displayed.

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Create Ticket – Alumni – Suggestion

Screen : Create Ticket – I am a public/alumni of IIUM – Submit a suggestion for improvement Functional Specification :

To log suggestion ticket from public/alumni via online thru portal.

Description : To create ticket.

Step No

Steps Expected Results

1. Login into i-Service Desk System. URL : http://servicedesk.iium.edu.my/portal.php

2. Go to Create Ticket I am a public/alumni of IIUM

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3. Click “<< Previous” button.

Back to Home screen.

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4. Click “Next >>” button.

Screen your detail information needed will be displayed: Your Name: Your email address: Your Contact Number: Please tell us how we can assist you: I wish to submit a suggestion for improvement

8. Click “<< Previous” button.

Screen “Please introduce yourself” will be displayed.

9. Click “Next >>” button.

Popup message “Are you sure?” will be displayed.

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10. Click “Cancel” button.

Remain at the same screen.

11. Click “OK” button.

Suggestion Screen will be displayed. Enter information of: Title of my suggestion: I specifically wish to address this suggestion to(if any): The details are as follows” The attachment(if any):

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12. Click “Previous” button.

Screen your detail information needed will be displayed: Your Name: Your email address: Your Contact Number: Please tell us how we can assist you: I wish to submit a suggestion for improvement

13. Click “Create Ticket” button.

Alert message “Your ticket has been created. An email has been sent to you containing the ticket information. If you would like to view your ticket and/or attach files you can do so…” “Your ticket number is : xxx” *Notification sent to your email

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14. Click “Home” button or image

Home screen will be displayed.

View Ticket

Screen : View Ticket Functional Specification :

To view via online thru portal.

Description : To view ticket.

Step No

Steps Expected Results

1. Login into i-Service Desk System. URL : http://servicedesk.iium.edu.my/portal.php

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2. Click “View Ticket” hyperlink

“Please introduce yourself” screen will be displayed.

3. Click “<< Previous” button.

Back to Home screen.

4. Click “Next >>” button.

Enter Information of:- Please enter your email address:

8. Click “<< Previous” button.

Screen “Please introduce yourself” will be displayed.

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9. Click “Submit >>” button.

Popup message “Are you sure?” will be displayed.

10. Click “Cancel” button.

Remain at the same screen.

11. Click “OK” button.

*Notification sent to your email Alert message “Please check your email for ticket number information. Thank you…” will be displayed. Please enter ticket number:

12. Click “Submit” button.

Popup message “Are you sure?” will be displayed.

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13. Click “Cancel” button.

Remain at the same screen.

14. Click “OK” button.

Ticket Detail screen will be displayed. Ticket Number: Date Created: Ticket Status: Ticket Type: Service Category: Service Detail: Person-in-Charge: Dateline: Description:

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15. Click image button.

Alert message “Please check your email for ticket number information. Thank you…” will be displayed. Please enter ticket number:

16.

Click “Home” button or image

Home screen will be displayed.

Lost Ticket

Screen : Lost Ticket Functional Specification :

To get ticket number via online thru portal.

Description : To get ticket number.

Step No

Steps Expected Results

1. Login into i-Service Desk System. URL : http://servicedesk.iium.edu.my/portal.php

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2. Click “Lost Ticket” hyperlink

“Please introduce yourself” screen will be displayed.

3. Click “<< Previous” button.

Back to Home screen.

4. Click “Next >>” button.

Enter Information of:- Please enter your email address:

8. Click “<< Previous” button.

Screen “Please introduce yourself” will be displayed.

9. Click “Submit >>” button.

Popup message “Are you sure?” will be displayed.

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10. Click “Cancel” button.

Remain at the same screen.

11. Click “OK” button.

*Notification sent to your email Alert message “Please check your email for ticket number information. Thank you…” will be displayed. Please enter ticket number:

12. Click “Submit” button.

Popup message “Are you sure?” will be displayed.

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13. Click “Cancel” button.

Remain at the same screen.

14. Click “OK” button.

Ticket Detail screen will be displayed. Ticket Number: Date Created: Ticket Status: Ticket Type: Service Category: Service Detail: Person-in-Charge: Dateline: Description:

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15. Click image button.

Alert message “Please check your email for ticket number information. Thank you…” will be displayed. Please enter ticket number:

16.

Click “Home” button or image

Home screen will be displayed.

FAQ

Screen : Frequently Asked Question (FAQ) Functional Specification :

For public to find any answer and question relevant to their searching.

Description : To find answer and question based on keyword entered.

Step No

Steps Expected Results

1. Login into i-Service Desk System. URL : http://servicedesk.iium.edu.my/portal.php

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16. Click on “Frequently Asked Questions(FAQ)” Icon

Frequently Asked Question (FAQ) screen will be displayed.

17. Enter any relevant keyword searching in textbox “Enter Keyword”

Automatically relevant record will be displayed as list.

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18. Select the record relevant on your searching item.

Automatically Question and Answer will be displayed based on your selection.

19.

Click “Home” button or image

Home screen will be displayed.